In modern contact centers, the speed and quality of customer service are crucial for business success. However, effectively managing a large volume of inquiries and evenly distributing the workload among agents can be a challenge. This is where the innovative solution – the smart queue.
What is a smart queue?
Smart Queue is an automated system that distributes customer inquiries among agents, minimizing the need for manual intervention. If all agents are busy, customer inquiries enter a queue based on the time they are received and their priority. As soon as an agent becomes available, the system automatically assigns the next dialogue that matches their skills or workload.
This allows agents to fully concentrate on servicing customers without being distracted by searching for new tasks. The system ensures fast and quality service, as each inquiry is automatically assigned at the appropriate moment, providing timely responses to customers.
How to set up a smart queue?
To activate the smart queue, you first need to set up a team – a group of agents who handle specific types of inquiries. In the team settings section, you need to enable the option “Allow ACD”, which automates the distribution of dialogues to agents.
The next step is to choose the algorithm for distributing inquiries:
1. Distribution by the number of assigned conversations (LAC) – the inquiry is assigned to the agent with the fewest active dialogues.
2. Distribution by utilization level (LUA) – the system automatically selects the agent with the lowest workload.
3. Distribution by qualification level (MSA) – priority is given to the agent with the highest qualification ratings that match the specific inquiry.
Optimization through utilization and assignment limits
In addition to distributing inquiries, an important parameter is agent utilization – a metric that determines how many dialogues an agent can handle simultaneously. This value can be set for each type of inquiry. For example, for chats, utilization can be set at 20%. In this case, one agent can handle up to five dialogues at once.
For calls, utilization can be set at 100%, meaning that the agent will focus solely on one call without handling other inquiries simultaneously.
Another important parameter is the auto-assignment limit, which restricts the maximum number of dialogues that can be simultaneously assigned to one agent. This ensures an even distribution of workload and prevents individual employees from becoming overwhelmed.
Advantages of using a smart queue
1. Full automation: the system independently distributes dialogues among agents, freeing them from routine tasks.
2. Even workload: the distribution of inquiries by the number of active dialogues or qualification level prevents agent overload.
3. Improved service efficiency: customers receive quick and accurate responses, enhancing their satisfaction.
The smart queue significantly enhances the effectiveness of contact center operations by automating dialogue assignments and helping agents focus on customer service. This solution optimizes team performance, avoids overload, and increases the productivity of each agent.
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